{"id":"https://openalex.org/W2126033016","doi":"https://doi.org/10.1353/esj.2006.0011","title":"Self-Services in Customer Relationships: Balancing High-Tech and High-Touch Today and Tomorrow","display_name":"Self-Services in Customer Relationships: Balancing High-Tech and High-Touch Today and Tomorrow","publication_year":2005,"publication_date":"2005-01-01","ids":{"openalex":"https://openalex.org/W2126033016","doi":"https://doi.org/10.1353/esj.2006.0011","mag":"2126033016"},"language":"en","primary_location":{"id":"doi:10.1353/esj.2006.0011","doi":"https://doi.org/10.1353/esj.2006.0011","is_oa":false,"landing_page_url":"https://doi.org/10.1353/esj.2006.0011","pdf_url":null,"source":{"id":"https://openalex.org/S4210222959","display_name":"e-Service Journal","issn_l":"1528-8226","issn":["1528-8226","1528-8234"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","fnege-4","jufo-1","norway-1"],"host_organization":"https://openalex.org/P4310319732","host_organization_name":"Indiana University Press","host_organization_lineage":["https://openalex.org/P4310319732"],"host_organization_lineage_names":["Indiana University Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"e-Service Journal","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5081733968","display_name":"Harald Salomann","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Harald Salomann","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5011253866","display_name":"Lutz Maria Kolbe","orcid":"https://orcid.org/0000-0003-4852-0040","observed_orcids":["https://orcid.org/0000-0003-4852-0040"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Lutz Kolbe","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5038002466","display_name":"Walter Brenner","orcid":"https://orcid.org/0000-0002-0657-4385","observed_orcids":["https://orcid.org/0000-0002-0657-4385"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Walter Brenner","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.3338,"has_fulltext":false,"cited_by_count":28,"citation_normalized_percentile":{"value":0.88378088,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"4","issue":"2","first_page":"65","last_page":"84"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.5170999765396118,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.5170999765396118,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.26759999990463257,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.0794999971985817,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/self-service","display_name":"self-service","score":0.890999972820282},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.8820000290870667},{"id":"https://openalex.org/keywords/online-services","display_name":"online services","score":0.5350000262260437},{"id":"https://openalex.org/keywords/online-booking","display_name":"online booking","score":0.5049999952316284},{"id":"https://openalex.org/keywords/persona-design","display_name":"persona design","score":0.9860000014305115},{"id":"https://openalex.org/keywords/self-service-systems","display_name":"self-service systems","score":0.5680000185966492},{"id":"https://openalex.org/keywords/customer-touchpoints","display_name":"customer touchpoints","score":0.8629999756813049}],"concepts":[{"id":"https://openalex.org/C105339364","wikidata":"https://www.wikidata.org/wiki/Q2297740","display_name":"Software deployment","level":2,"score":0.7124735116958618},{"id":"https://openalex.org/C2775906791","wikidata":"https://www.wikidata.org/wiki/Q1369310","display_name":"Self-service","level":2,"score":0.6252827644348145},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5655176043510437},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.549372673034668},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5312570929527283},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.5022709369659424},{"id":"https://openalex.org/C313442","wikidata":"https://www.wikidata.org/wiki/Q778556","display_name":"Persona","level":2,"score":0.47358065843582153},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.46109381318092346},{"id":"https://openalex.org/C9652623","wikidata":"https://www.wikidata.org/wiki/Q190109","display_name":"Field (mathematics)","level":2,"score":0.4499835968017578},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.43845880031585693},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4196265935897827},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3680933117866516},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.34399139881134033},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.33409491181373596},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.15135163068771362},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.14121940732002258},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1353/esj.2006.0011","doi":"https://doi.org/10.1353/esj.2006.0011","is_oa":false,"landing_page_url":"https://doi.org/10.1353/esj.2006.0011","pdf_url":null,"source":{"id":"https://openalex.org/S4210222959","display_name":"e-Service Journal","issn_l":"1528-8226","issn":["1528-8226","1528-8234"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","fnege-4","jufo-1","norway-1"],"host_organization":"https://openalex.org/P4310319732","host_organization_name":"Indiana University Press","host_organization_lineage":["https://openalex.org/P4310319732"],"host_organization_lineage_names":["Indiana University Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"e-Service Journal","raw_type":"journal-article"},{"id":"pmh:oai:muse.jhu.edu:/article/198572","doi":null,"is_oa":false,"landing_page_url":"https://muse.jhu.edu/article/198572","pdf_url":null,"source":{"id":"https://openalex.org/S4377196299","display_name":"Project Muse (Johns Hopkins University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I145311948","host_organization_name":"Johns Hopkins University","host_organization_lineage":["https://openalex.org/I145311948"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"text"},{"id":"pmh:oai:publications.goettingen-research-online.de:2/15545","doi":null,"is_oa":false,"landing_page_url":"https://resolver.sub.uni-goettingen.de/purl?gro-2/15545","pdf_url":null,"source":{"id":"https://openalex.org/S7407055187","display_name":"GRO","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":14,"referenced_works":["https://openalex.org/W191017833","https://openalex.org/W1538821400","https://openalex.org/W1567853885","https://openalex.org/W1971052900","https://openalex.org/W2018941638","https://openalex.org/W2023669794","https://openalex.org/W2027997285","https://openalex.org/W2046669440","https://openalex.org/W2104018553","https://openalex.org/W2117092977","https://openalex.org/W2150563888","https://openalex.org/W2341972007","https://openalex.org/W2954006745","https://openalex.org/W3199526393"],"related_works":["https://openalex.org/W1576276971","https://openalex.org/W1632894598","https://openalex.org/W4255550511","https://openalex.org/W127638483","https://openalex.org/W1601329349","https://openalex.org/W2593189049","https://openalex.org/W4286490147","https://openalex.org/W2618829062","https://openalex.org/W1971496080","https://openalex.org/W2068875190"],"abstract_inverted_index":{"Self-services":[0],"in":[1,52,57,156],"customer":[2,143],"relationships":[3],"are":[4,125],"becoming":[5],"increasingly":[6],"important\u2014a":[7],"development":[8,158],"that":[9,88,111],"has":[10],"been":[11],"boosted":[12],"by":[13,81],"customers'":[14],"increasing":[15],"and":[16,29,97,133,150],"diverse":[17],"use":[18,146],"of":[19,49,63,85,95,121,139,147,153,159],"the":[20,50,67,83,93,118,137,145,151,157],"Internet.":[21],"Banks":[22],"have,":[23],"for":[24,34],"example,":[25],"created":[26],"online-only":[27],"products":[28],"airlines":[30],"offer":[31],"special":[32],"discounts":[33],"passengers":[35],"booking":[36],"online.":[37],"This":[38],"paper":[39],"approaches":[40],"self-services":[41,140],"from":[42],"three":[43,109],"directions.":[44],"Firstly,":[45],"a":[46,86,129],"chronological":[47],"review":[48],"literature":[51],"this":[53],"field":[54],"is":[55],"provided":[56],"order":[58],"to":[59,103,114],"get":[60],"an":[61],"idea":[62],"how":[64],"scholars":[65],"address":[66],"self-service":[68,79,104,160],"phenomenon.":[69],"Secondly,":[70],"based":[71],"on":[72],"these":[73],"theoretical":[74],"foundations,":[75],"we":[76,89,107,112],"discuss":[77],"today's":[78,100],"activities":[80],"presenting":[82],"results":[84],"study":[87],"conducted.":[90],"We":[91],"identify":[92],"balancing":[94],"high-tech":[96,132],"high-touch":[98],"as":[99],"key":[101],"challenge":[102],"systems.":[105],"Finally,":[106],"propose":[108],"trends":[110,124],"expect":[113],"be":[115],"incorporated":[116],"into":[117],"next":[119],"generation":[120],"self-services.":[122],"These":[123],"geared":[126],"towards":[127],"achieving":[128],"balance":[130],"between":[131],"high-touch.":[134],"They":[135],"encompass":[136],"integration":[138],"with":[141],"traditional":[142],"touchpoints,":[144],"voice-based":[148],"technologies,":[149],"deployment":[152],"persona":[154],"design":[155],"applications.":[161]},"counts_by_year":[{"year":2019,"cited_by_count":2},{"year":2017,"cited_by_count":5},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":4}],"updated_date":"2026-09-22T06:50:58.402377","created_date":"2016-06-24T00:00:00"}